TeamRaiser Milestones autoresponder messages not sending

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Cara ONeil
Cara ONeil ✭
Ancient Membership Facilitator 1
in Blackbaud Luminate Online® & Blackbaud TeamRaiser® Discussions

We are in the midst of our major annual TeamRaiser event, and we've encountered an issue with the fundraising milestone autoresponders. We utilize many milestones each year for this fundraiser, and had all of these fully configured before launching the event.

 

Initially, the milestone autoresponders were being sent as they should be--each milestone's specific autoresponder, that is. However, people were also getting the generic "You've Reached a Fundraising Milestone" autoresponder that is a default option in TeamRaiser. To avoid confusion and duplicates, we then turned off the generic milestone autoresponder in TeamRaiser.

 

Now it seems that NO milestone autoresponders are being sent to participants at all.

 

I've turned the generic autoresponder back on to see if that was part of the problem. However, the milestones all have their autoresponders configured correctly and set to send upon achieving that milestone. We haven't had a problem with these in the past. Any ideas as to what is going on? Do we have to have the generic message turned on as well? If so, that's something Convio should look into, because it is then sending people unneccesary extra email. We have also had a LOT of problems crop up in our TeamRaiser thanks to the work that has been done lately, such as the S48 tag issue. Could this be another such issue?

 

Our TeamRaiser ID: 1150

 

A link that will provide a starting point to look around our TR event: http://ohs.convio.net/site/TR/Events/TeamRaiser?pg=pfind&fr_id=1150&fr_search_type=participant

 

 

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Comments

  • Kent Gilliam
    Kent Gilliam Blackbaud Employee
    Ancient Membership Facilitator 4 Name Dropper Photogenic

    Cara,

     

    I just got the alert for this message. Have you contacted Support about this? So you're saying that when you disable the "Congratulations for Reaching a Fundraising Milestone" email in autoresponder management page that it is turning off your customized milestone autoresponders? 

  • Cara ONeil
    Cara ONeil ✭
    Ancient Membership Facilitator 1
    Kent Gilliam:

    Cara,

     

    I just got the alert for this message. Have you contacted Support about this? So you're saying that when you disable the "Congratulations for Reaching a Fundraising Milestone" email in autoresponder management page that it is turning off your customized milestone autoresponders? 

    Hi Kent,

     

    I did file a support ticket as well but thought the community might have some insight so cross-posted the question.

     

    I actually have it figured out now, though. Maybe this explanation will help others here, so:

     

    Turns out the custom and specific milestone autoresponder messages are actually embedded within the generic milestone autoresponder in TeamRaiser.

     

    So by turning the generic one off, we did indeed actually turn off all milestone autoresponders.

     

    My solution was to turn the generic back on, then remove extraneous embedded greetings and such so that people were not seeing duplicate greetings/closings/etc. in their messages.

     

    I am not sure if this setup has changed in TeamRaiser in the past year. We have been using TR for many years and built this one manually rather than a direct copy of the previous year's, so we could enable some new features. We did still copy over last year's setup and messaging exactly, then edited as needed. We didn't encounter this issue last year, which is what makes me wonder if there has been a change.

     

    This was a difficult issue to test since to achieve a milestone, a donation of a certain amount needed to be made to an account. Fortunately we have been able to confirm that messages started going out again once the generic responder was turned back on.

  • Kent Gilliam
    Kent Gilliam Blackbaud Employee
    Ancient Membership Facilitator 4 Name Dropper Photogenic
    Cara O'Neil:

    Hi Kent,

     

    I did file a support ticket as well but thought the community might have some insight so cross-posted the question.

     

    I actually have it figured out now, though. Maybe this explanation will help others here, so:

     

    Turns out the custom and specific milestone autoresponder messages are actually embedded within the generic milestone autoresponder in TeamRaiser.

     

    So by turning the generic one off, we did indeed actually turn off all milestone autoresponders.

     

    My solution was to turn the generic back on, then remove extraneous embedded greetings and such so that people were not seeing duplicate greetings/closings/etc. in their messages.

     

    I am not sure if this setup has changed in TeamRaiser in the past year. We have been using TR for many years and built this one manually rather than a direct copy of the previous year's, so we could enable some new features. We did still copy over last year's setup and messaging exactly, then edited as needed. We didn't encounter this issue last year, which is what makes me wonder if there has been a change.

     

    This was a difficult issue to test since to achieve a milestone, a donation of a certain amount needed to be made to an account. Fortunately we have been able to confirm that messages started going out again once the generic responder was turned back on.

    Thanks for that detail. I've passed this onto our TeamRaiser Product Manager to check into this. 

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